International support

travelling: IQOS worldwide

When you are travelling internationally and have questions about IQOS,

IQOS Support abroad

You can reach us when you’re travelling internationally between 8am and 9pm German time using the free hotline +800 2559 2559.
If the international hotline is not reachable, then you can also contact us under the non-free telephone number +41215478888.
Our live chat on is additionally available to you from 8am to 9pm daily.

International European Service

You can use our International European Service in all countries where IQOS is available and replace your defective device in the event of a valid warranty claim.Please note that your IQOS device needs to have been registered in order to obtain a free replacement.

How to register for 
International IQOS Support.

If you’ve already registered yourself and your IQOS device for IQOS CARE PLUS, then you can use International IQOS Support now. If you haven’t done so yet, then you can register for and activate IQOS Care Plus here.


Most frequently asked questions about travel and regulations

You may import up to 800 HEETS (= 40 packs or 4 cartons) into Germany duty-free from within the EU exclusively for personal use. That quantity corresponds to the legal provisions for importing cigarettes.
Although HEETS tobacco sticks are legally classified as pipe tobacco, you should primarily follow the import regulations for cigarettes.

Further information on current import guidelines can be obtained from German Customs:
If you’d like to use IQOS outside of Germany, please observe the local regulations that apply for tobacco products.

The permissibility of importing HEETS tobacco sticks can vary from country to country. When traveling abroad, you should familiarize yourself with local import regulations. Before departing on your journey, please check the quantity that is permissible to bring into your destination country. You can find the regulatory details on the website of the embassy of your travel destination.

HEETS tobacco sticks are available in over 45 countries worldwide (as of April 2020).
Here are some of the countries where HEETS tobacco sticks are available:
Albania, Armenia, Austria, Bosnia, Bulgaria, Canada, Colombia, Croatia, Curacao, Cyprus (GRC), Czech Republic, Denmark, Dominican Republic, France, Germany, Greece, Guatemala, Israel, Italy, Japan, Kazakhstan, La Reunion, Latvia, Lebanon, Lithuania, Malaysia, Mexico, Moldova, New Zealand, Netherlands, Northern Cyprus (TRNC), Palestine, Poland, Portugal, Romania, Russia, Serbia, Slovakia, Slovenia, Spain, South Africa, South Korea, Sweden, Switzerland, Ukraine, United Arab Emirates, United Kingdom.

Learn more

In all of the countries where IQOS is available, you can use our International Europe Service and have your defective device replaced in the event of a warranty claim. Simply contact our free international hotline at +800 2559 2559.

If the international hotline is unreachable, then you can also contact us on the non-free telephone number +41 21 547 8888.

Please note that your IQOS device needs to be registered for the replacement to be free of charge to you. If that is not yet the case, then you can register your IQOS device using your customer account.

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IQOS warranty

Here you will find all the details of the warranty, with which your IQOS is perfectly secured.


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Frequently asked questions on the IQOS tobacco heater

Here are the answers to the most frequently asked questions on IQOS.